Shipping & Order Processing Policy – Indar Pet Care Ltd – Last Updated 29/03/2026

At Indar Pet Care Ltd, we are committed to delivering your orders promptly, safely, and transparently.
This policy explains how we process, dispatch, and deliver orders, including:

  • Estimated delivery times
  • Costs
  • Coverage areas
  • Procedures for handling delays, lost, or damaged parcels

A Personal Note from Our Family

We’re a small, family-run team. Sometimes, we may take short breaks or travel to meet suppliers and discover new products for your pets.

  • Dispatch may take a little longer during these periods.
  • We always notify you in advance on our website, so you know exactly when your order will be sent.
  • Every order will reach you as promised, with clear communication about any changes.

Thank you for supporting our family business in Kent. Your patience helps us bring the very best to your pets.

Order Processing

  • All orders are processed from our warehouse in Kent, UK, by our logistics team.
  • After placing an order, you will receive an order confirmation email.
  • Once dispatched, you will receive a dispatch email including tracking information, where available.
  • Orders are processed Monday to Friday. Orders placed on weekends or public holidays will be processed on the next working day.
  • We work with trusted couriers such as Evri, FedEx, UPS, and other leading carriers for reliable delivery.

Delivery Options and Costs

  • Standard Delivery (UK Mainland): £5.99 per order
  • Free delivery: Orders over £59.99
  • Estimated delivery time: 2–3 working days after dispatch

Notes:

  • Delivery times may vary by location, courier schedules, or products requiring special handling.
  • Additional charges may apply for oversized or restricted items; these are displayed at checkout.

Coverage Areas

  • Standard delivery applies to Mainland UK.
  • For Northern Ireland, Scottish Highlands & Islands, Isle of Man, Scilly Isles, Channel Islands:
    • Delivery may take an additional 1–2 working days
    • Additional delivery charges may apply
  • We currently do not deliver outside the UK
  • Offshore UK locations (e.g., Isle of Wight) may have additional delivery time or charges
  • We will contact you before dispatch to confirm final cost and estimated delivery for affected areas

We always aim to keep delivery costs fair and transparent.

Dispatch and Cut-Off Times

  • Orders are processed on working days only
  • Standard cut-off time for same-day dispatch: 1:00 pm
    • Orders after 1:00 pm or on weekends/public holidays are dispatched the next working day
  • Dispatch schedules may adjust due to circumstances beyond our control

Tracking and Delivery Management

  • After dispatch, you receive tracking info via email or SMS, if available
  • You may manage delivery directly via the courier’s website
  • Ensure someone is available to receive your parcel; unattended parcels are at your risk
  • If tracking is unavailable or incorrect, contact our Customer Care Team

Lost, Damaged, or Incorrect Orders

  • Inspect your order upon receipt
  • Contact us within 7 working days if items are missing, damaged, or incorrect:
  • We may request photos of items, packaging, and labels
  • Claims after 7 working days may not be eligible for replacement or refund
  • Lost parcels are investigated with the courier; investigations may take at least 48 hours

Condition of Canned and Packaged Goods:

  • Some items, particularly canned or packaged foods, may arrive with minor dents or imperfections due to transport or international handling
  • Certain products are sourced from countries like Germany, Italy, Spain, USA.
  • Slight cosmetic imperfections do not affect quality, safety, or suitability
  • Items that compromise safety are removed before sale

Note: We cannot accept responsibility for delays or losses caused by severe weather, strikes, courier issues, or incorrect addresses

Split Shipments

  • Orders with products requiring different handling may be split into multiple parcels
  • Each parcel receives a separate dispatch email

Products Requiring Special Handling

  • Temperature-controlled, restricted, or oversized items may have additional fees
  • Customer must follow storage instructions upon receipt
  • Some items may not be deliverable to remote areas; restrictions shown at checkout

Failed Deliveries

  • Incorrect address, absence, or refusal may incur additional delivery charges
  • Returned parcels may incur re-shipping fees

Additional Notes

  • Prices and delivery options are subject to change without notice
  • By ordering, you agree to pay all shipping costs displayed at checkout
  • We may refuse delivery to certain addresses if courier restrictions apply
  • Responsibility for parcels passes to the customer once the courier confirms dispatch

Contact Us

For shipping, order processing, or delivery questions: